The Usage dashboard shows how often macros are used, how usage changes over time, and how usage is distributed across agents, brands, groups, ticket forms, and individual macros.
Unlike the Performance dashboard, the Usage dashboard does not contain KPI cards. It consists of shared report filters and four chart sections.
Open the Usage dashboard
Open Macros Reporting and Management, then select Usage from the main navigation.
The dashboard uses the shared reporting filters for:
- time period;
- brand;
- group;
- agent;
- ticket form;
- included or excluded macro tags.
These filters apply to all Usage charts.
Total Macros Usage Timeline
Total Macros Usage Timeline shows total macro usage over the selected period.
The chart separates usage recorded by:
- Zendesk;
- Pythia.
Each column shows the usage count for the selected time interval.
Use the grouping selector to switch between:
- By days
- By weeks
- By months
The selected report time period controls the date range. The grouping selector controls how that range is divided.
Minor differences can appear between Pythia and Zendesk usage counts because the two data sources are updated on different synchronisation schedules.
Total Macros Usage by Attributes over Time
Total Macros Usage by Attributes over Time shows how overall macro usage is distributed across a selected Zendesk attribute over time.
You can group the chart by:
- agent
- brand
- group
- ticket form
You can also group the time axis by:
- days
- weeks
- months
The chart is displayed as a heatmap:
- rows represent the selected attribute;
- columns represent time intervals;
- each cell shows a macro usage count;
- darker cells represent higher usage;
- totals appear at the edges of the chart.
The chart displays the top 20 attribute values with the most macro usage events.
Individual Macros Usage by Attributes
Individual Macros Usage by Attributes compares individual macros across a selected attribute.
You can group the columns by:
- agent
- brand
- group
- ticket form
The heatmap layout is:
- rows represent macros;
- columns represent the selected attribute values;
- cells show the usage count for each macro and attribute combination;
- darker cells indicate higher usage;
- totals appear on the chart edges.
The chart shows:
- the top 20 macros;
- the top 20 selected attribute values.
There is no day, week, or month selector for this chart because it uses the full date range selected in the shared filters.
Individual Macros Usage over Time
Individual Macros Usage over Time shows how usage changes over time for individual macros.
The heatmap layout is:
- rows represent macros;
- columns represent time intervals;
- cells show usage counts;
- darker cells indicate higher usage;
- totals appear on the chart edges.
Use the grouping selector to switch between:
- By days
- By weeks
- By months
The chart shows the top 20 macros with the most usage events in the selected period.
Change chart settings
Chart titles remain fixed.
Use the selectors in each chart header to change:
- time grouping;
- attribute breakdown.
Selectors are independent between charts. Changing one chart does not automatically change the others.
Saved report views can preserve supported Usage chart settings together with the shared filters.
Export Usage data
For subscribed users, all four Usage charts include a CSV download control.
The heatmap exports request the full report data rather than only the values currently visible in the top-20 chart.
During a trial:
- Total Macros Usage Timeline still shows its download control;
- the three heatmap charts are subscription-locked;
- their selectors and export controls are hidden.
Chart interaction
Usage charts do not open Drill-In views or separate detail pages.
You cannot select a macro, agent, brand, group, form, or heatmap cell to navigate to more detail.
The charts provide:
- hover tooltips;
- grouping controls;
- attribute controls where supported;
- CSV export where available.
Use the Performance dashboard when you need macro-level Drill-In details.
Understand heatmap intensity
Heatmap colour intensity represents relative usage volume.
A darker cell means that the corresponding macro or attribute combination had more recorded usage than a lighter cell in the same chart.
Use the numeric labels rather than colour alone when comparing exact values.
Edge totals help compare:
- total usage for each row;
- total usage for each column.
No-data and synchronisation states
When a chart has no matching records, it displays:
No data
During the initial data import, a chart may display:
Your data is syncing
If no data appears:
- Check the selected time period.
- Review the brand, group, agent, ticket form, and tag filters.
- Try a broader date range.
- Select Reset all filters.
- Confirm that the initial reporting synchronisation has completed.
Display limits
The dashboard applies display limits to keep the heatmaps readable:
- Total Macros Usage by Attributes over Time: top 20 attributes;
- Individual Macros Usage by Attributes: top 20 macros and top 20 attributes;
- Individual Macros Usage over Time: top 20 macros.
These limits apply to the on-screen chart. CSV exports can include more complete data.